⭐☆☆☆☆ (15) Months of Delays, Failed Deliveries and a Faulty Sofa
I am extremely disappointed with both this sofa and the overall experience surrounding it.
I originally ordered this sofa in February 2026. What followed was months of delays, failed delivery attempts, changing delivery dates, and conflicting information from different departments.
Throughout this process, I took time away from work on multiple occasions based on delivery dates provided by Wayfair. Several deliveries either failed, were changed at short notice, or required me to contact customer services myself to find out what was happening.
After significant delays, missed delivery dates, and repeated inconvenience, the sofa was finally delivered on 27 May 2026. Unfortunately, the sofa that arrived was not in the condition I would expect when purchasing a new item. The item appeared faulty and showed signs that made me question whether it was genuinely new.
Wayfair agreed that a replacement was required and arranged another replacement order. I was advised that I could keep the existing sofa until the replacement arrived, and that the original sofa would be collected afterwards.
Unfortunately, the replacement process became another lengthy cycle of delays, changing delivery dates, failed delivery expectations and continued inconvenience. Once again, I took time away from work waiting for deliveries that either did not happen or failed to proceed as expected.
The communication throughout the process was extremely frustrating. Different departments often appeared to have different information about my case, resulting in conflicting updates and repeated explanations.
After further delays and months of waiting, I was eventually informed that the replacement sofa could no longer be supplied. On 29 June 2026, Wayfair offered a final resolution which I accepted, consisting of a full refund while allowing me to keep the sofa.
While I appreciate that the refund was eventually processed, reaching that point took several months and far more effort than should ever be required when purchasing furniture.
I also spent considerable time chasing updates, correcting conflicting information, contacting customer services, and rearranging work commitments because of failed delivery arrangements.
I was further advised that my overall experience would be reviewed for goodwill compensation due to the ongoing issues. Despite repeated follow-ups, I never received a clear written outcome regarding that review.
Overall, the product quality and customer experience fell significantly below expectations and I cannot recommend this sofa based on my experience.
